Customer Success Manager
Karachi, Pakistan
3d ago

Customer Success Manager

Location Karachi, Pakistan Category Sales & Marketing Job Id 202204-117259 Save job Save job JOB DESCRIPTION

Role Purpose :

In this role, you will :

  • You will be the champion to accelerate the sales & deployment of digital solutions portfolio across multiple customer areas across the affiliates in Pakistan;
  • You will be responsible for creating a regional overview of the sales opportunity funnel across the full digital solutions portfolio in Pakistan.
  • This includes designing & monitoring success metrics and conducting regular business reviews with Roche affiliates and customers to discuss strategic initiatives and align with each customer’s success criteria;
  • Build relationships and partner with our Roche counterparts in each team, to align with their customer account management approach;
  • Partner affiliates to advance the digital solutions opportunities, from providing expertise in digital sales process, designing & architecting customised solutions, defining the pricing models, to finally submitting & negotiating for the tenders;
  • Serve as an advocate for your customers in driving the improvement and evolution of our products and services by bringing thoughtful feedback back to the Regional and Global RIS teams and identifying new areas of growth to harvest more value from the customers;
  • Identify risks within customer accounts and drive internal action plans to eliminate those risks; be a trusted advisor for your customers, based on strong product and industry knowledge;
  • Establish and build strong customer relationships over time that allow for continuity and ongoing partnership to drive growth and retention of accounts through deep understanding of your customers’ use cases;
  • Collaborate and communicate effectively with cross-functional internal teams including sales, service delivery, marketing, support and product management;
  • Local travel of up to 50% is expected for this role.
  • Who you are :

  • Minimum qualifications : You should possess a Bachelor’s degree or equivalent in Biomedical Sciences, Business, Finance, or Healthcare.
  • 5-8 years of experiences in either the IVD, pharmaceutical industry, preferably in sales and / or marketing;Experience with driving successful sales, adoption & cross-selling of Software as a Service (SaaS) products in Pakistan from early customer engagement / pilots to meaningful revenues is a plus.

    Demonstrate the ability to prioritize in an ambiguous environment in accordance to a clear understanding of the business, target markets and trends.

    Ability to work in a highly matrixed environment, with excellent oral and verbal communication skillsDemonstrated ability to be pro-active in supporting local sales & marketing teams to drive opportunities forward e.

    g. participating in tender submissions, building deal level P&L

    Qualification and Experience

  • Preferred qualifications : Outstanding communication (written and oral), listening and negotiation skills and proven commercial acumen demonstrated by previous successes.
  • Able to foster positive partnerships through effective influencing, negotiation and conflict management skills

    Location :

    Preferred location will be Karachi, however other locations within Pakistan may also be considered.

    Who we are

    At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups.

    Our success is built on innovation, curiosity and diversity.

    Roche is an Equal Opportunity Employer.

    Job Level :

    Manager with direct reports

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